Lorie Adams

• Conducted thorough investigations into employee grievances, ensuring fair resolution of conflicts or concerns.
• Managed complex employee relations issues, resulting in improved workplace morale and minimized turnover rates.
• Collaborated with department managers on workforce planning efforts, identifying staffing needs and ensuring appropriate resource allocation.
• Provided ongoing training opportunities for staff members, fostering professional development and career advancement.
• Developed strategic HR initiatives aligned with company goals for improved overall performance levels.
• Successfully mediated workplace disputes; preserving strong working relationships among team members.
• Reduced company''s legal risks by ensuring compliance with local, state, and federal labor laws.
• Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
• Assisted in creating a diversity-focused hiring strategy to promote an inclusive workplace culture.
• Supported organizational growth by actively participating in the recruitment and selection of top talent.
• Optimized recruitment processes through data analysis; reducing time-to-fill metrics significantly.
• Recruited top talent to maximize profitability.
• Supported 400 operators and had 2 direct reports.
• Launched DEI project within first year of employment

• Supported 400 hourly associates and 30 salary associates.
• Incorporated employee feedback to improve processes and strategize long-term business plans.
• Maintained accurate personnel records, enabling informed decision-making based on reliable data analysis.
• Administered compensation programs designed to attract top talent while maintaining budgetary constraints.
• Conducted thorough investigations into employee concerns, resulting in improved workplace relationships.
• Coordinated training programs to support continuous professional development for all staff members.
• Improved employee satisfaction with the implementation of targeted engagement initiatives.
• Evaluated HR metrics and analytics to identify trends, guiding strategic decision-making in support of overall business goals.
• Reduced time-to-fill for open positions through proactive recruitment strategies and successful candidate sourcing techniques.
• Partnered with department managers to identify skills gaps within their teams, driving targeted training opportunities that addressed these deficiencies.
• Supported talent acquisition efforts through effective job posting creation and interview facilitation, leading to quicker hiring decisions.
• Enhanced organizational culture by promoting diversity and inclusion initiatives.
• Assisted with writing job postings and job descriptions for boards.
• Pre-screened resumes prior to sending to corporate hiring managers for consideration.
• Developed and implemented onboarding and orientation programs for new employees.
• Collaborated with managers to identify and address employee relations issues.
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
• Developed and monitored employee recognition programs.

• Handled complex payroll situations such as back-pay calculations, garnishments, and overtime payments with accuracy and professionalism.
• Calculated payroll deductions by accurately using dayforce and processed payroll to meet preset requirements.
• Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
• Reduced errors in payroll calculations with meticulous attention to detail and thorough data verification.
• Verified and submitted timekeeping information for accurate and efficient payroll processing.
• Responded to employee inquiries to provide information regarding payroll deductions and related issues.
• Managed payroll data entry and processing for 400 employees to comply with predetermined company guidelines.
• Managed accurate records of employee time off, leave balances, and attendance for precise pay calculation.
• Submitted reports on payroll activities.
• Facilitated year-end reporting by preparing accurate W-2 forms for all employees within required deadlines.
• Collaborated closely with HR and accounting teams to coordinate benefits deductions, tax withholdings, and other adjustments.
• Developed custom spreadsheets that improved efficiency when calculating commissions, bonuses, or other special pay circumstances.
• Conducted regular audits of payroll data to identify discrepancies and ensure compliance with federal regulations.
• Fostered collaborative work environment, resolving payroll issues through effective communication and teamwork.
• Minimized errors in payroll processing by implementing robust verification procedures before final submission.

• Provided ongoing education opportunities for staff members to stay current on best practices in front desk patient support at 6 locations across Middle TN.
• Served as a liaison between patients, families, and medical professionals, advocating for the best possible outcomes in each case.
• Streamlined administrative processes for increased efficiency and reduced wait times for patients.
• Led a team of dedicated professionals, ensuring high quality support services were provided to patients at all times.
• Ensured compliance with industry regulations and standards through meticulous record-keeping practices.
• Collaborated with healthcare providers to ensure seamless coordination of care and optimal patient outcomes.
• Created a welcoming atmosphere within the facility by maintaining clean, organized spaces where patients could feel comfortable seeking assistance from staff members.
• Optimized scheduling processes to minimize wait times and ensure adequate staffing levels during peak hours.
• Reduced staff turnover by promoting a positive work environment and recognizing employee achievements.
• Conducted regular performance evaluations for direct reports, providing constructive feedback and setting goals for continued growth.
• Verified patient insurance eligibility and entered patient information into system.
• Greeted and assisted patients with check-in procedures.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.
• Compiled and maintained patient medical records to keep information complete and up-to-date.
• Trained new staff on filing, phone etiquette and other office duties.
• Resolved customer complaints using established follow-up procedures.
• Implemented new front desk PSS training folder at each of the 6 locations.
• Assisted in the transition of PHC clinics to the IVX model / training of PSS staff on new software.

• Updated reports, managed accounts, and generated reports for company database.
• Managed financial operations for the business, ensuring accurate budgeting and timely invoice processing.
• Resolved financial discrepancies and customer billing issues with timely attention.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Enhanced customer satisfaction by addressing inquiries promptly and resolving issues professionally.
• Oversaw inventory management, maintaining optimal levels of supplies while minimizing costs.
• Ensured compliance with company policies and industry regulations through regular audits and process updates.
• Conducted performance evaluations for employees, identifying areas for improvement and providing constructive feedback.
• Contributed to a successful annual audit by preparing thorough documentation in accordance with regulatory requirements.
• Improved workflow efficiency by streamlining office processes and implementing new software solutions.
• Fostered a positive work environment by resolving staff conflicts promptly and promoting open communication.
• Oversaw onboarding process for new employees, ensuring smooth integration into company culture and workflow.
• Helped to close almost $60,000.00 dollars’ worth of outstanding claims due to unsigned orders.

• Reduced average handling time with the use of KPI's and data analyzing.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Resolved escalated customer issues promptly and professionally to maintain satisfaction.
• Led daily team meetings to review performance, set targets and motivate staff.
• Established and oversaw performance targets for call center associates.
• Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
• Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
• Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

o Created analyzed data reports around data collected from EMR and ACD software.

o Designed new training material for onboarding new team members. As well as a new hire PowerPoint for entire STMP Orientation.

o Awarded with scholarship towards master’s degree education.

• Managed sensitive patient data with strict adherence to HIPAA regulations, ensuring privacy and confidentiality at all times.
• Provided patient with after-visit summary and scheduled next appointment to maintain continuous care and facilitate treatment plan.
• Responded effectively to challenging situations involving distressed or dissatisfied patients while maintaining a calm demeanor and positive attitude.
• Scheduled appointments to enter appointment date and time into computerized scheduler.
• Collected patient co-pay and issued receipt to confirm payment.
• Demonstrated exceptional customer service to foster welcoming and professional environment for patients.
• Maintained accurate patient records by diligently updating information in the electronic health record system.
• Promoted a culture of continuous improvement through active participation in staff meetings, trainings, and professional development opportunities.
• Verified patient's insurance eligibility and benefits coverage.
• Supported 6 patient service reps as the go to source for insurance expertise, billing, and scheduling.
• Trained new PSR’s, worked claims resolution buckets, billed clinic claims and handled daily clinic bank deposits.
• Collected information about rejected claims and developed effective solutions.
• Reduced claim resolution times with thorough investigation and effective communication among involved parties.

o Responsible for resolving over $100,000.00 in Claims Resolution for St Thomas Cardiology West.

o Was recognized with an award for my outstanding performance regarding claims bucket resolution work.